Annual Report and Accounts 2010-11 - Manchester Airport

27Total MAG health and safety incidents2007/08 2008/09 2009/10 2010/11RIDDOR 1 reportable incidents 70 55 33 261 RIDDOR stands for the Reporting of Injuries, Diseases andDangerous Occurrences Regulations. The regulations stipulatethe most serious types of incidents, which must be reported to theHealth and Safety Executive.In 2010, the accident reporting process was substantially revisedto encourage the reporting of ‘near-miss’ events. This has resultedin 689 reported incidents in 2011, which form part of the Healthand Safety programme.Employee engagementWe care about what our colleagues think and as such, weput a lot of time and investment into ensuring their voicesare heard. Our annual colleague survey helps us to trackopinion and the success of our communications. In2010/11, we saw a 22% increase in the survey responserate to 76%, giving us a clearer indication than ever beforeof how our colleagues feel about the business. Thecolleague engagement score increased by 4% to 64%.Our overall target is to achieve an engagement score of80% by 2013.Diversity and equalityMAG is committed to treating all colleagues fairly andequally, ensuring that everyone is able to work anddevelop in an environment free from discrimination andharassment. During 2010/11, we dealt with 13 cases ofdiscrimination at work, compared to 20 in 2009/10. Tofurther reduce this number, we are focusing on Dignity atWork and we delivered training on our policy in severaloperational areas and launched an online course foroffice-based colleagues. We monitor the ethnic origin,disability status, gender and age of job applicants.Training and developmentWe invest in training and developing our colleagues tohelp them build a successful career with MAG and toattract new talent to our business.We have made progress in 2010/11 in offeringdevelopment and career progression opportunities for alllevels of the business. We launched two new developmentprogrammes – Aspiring Leaders and Early Talent –offering colleagues further opportunities to develop in theircareers, gaining valuable work experience and formalqualifications.We now have 945 colleagues registered on our onlineColleague Achievement Review system and have alsoexpanded the system to introduce a learning managementaspect and a 360 degree review process. We alsore-launched our Management Development Programmewith more tailored content for the different leadershiplevels within the business.Reward and recognitionRecognising our colleagues for doing their jobs well andfor going over and above what is expected of them is akey part of our People Strategy.We run an annual colleague bonus scheme based onfinancial targets for the business and customer servicetargets for each airport. We also offer a flexible benefitspackage. Our discount scheme, MAG Rewards, offerscolleagues discounts and savings with a number ofretailers with 1,058 colleagues now registered.Our customersTogether, we’re serving our customersMAG’s brand promise is to make the customer journey aseasy, seamless, relaxed and worry-free as possible. Thisyear, we continued to focus on working closely with ourkey airline and retail customers, building high qualityshopping facilities across the Group, and developing newcar parking facilities.Highlights from the yearn All our airports are in the upper quartile in their ACIEurope benchmark groups.n 21% of MAG colleagues are part of a Customer Firstteam, helping to improve our service to customers.n Construction started on a Metrolink extension toManchester Airport, providing customers andemployees with an efficient form of public transport.n At the Bournemouth Tourism Awards BournemouthAirport won Outstanding Customer Service of the YearAward.The Manchester Airport Group PLC Annual Report and Accounts 2010-11